Independent Complaints Assessor (Contractor) at Datacentrix

Independent Complaints Assessor (Contractor)

Our client in JHB-North is looking for an Independent Complaint Assessor to objectively and factually review external customer complaints referred to them through the Office of the CEO. The individual is to act as an independent ‘ombudsman and recommend actions and solutions to formally resolve the customer complaint amicably for all parties.

Non-negotiable Requirements:

• BCom Degree and a post-graduate qualification
• 10 years’ relevant experience in the space of client resolution management/customer management;
• Experience in this field gained in a financial and customer services environment and having operated in key dispute resolution roles at a senior level
• Unquestionable integrity and credibility as well as the ability to manage and develop excellent relations with all stakeholders
• Experience in Commercial Law and Public Finance Management Act including Treasury Regulations and Protocol on Corporate Governance in the Public Sector
• Experience gained in financial services related environment
• Experience and exposure to development financing will be an added advantage
• Ability to manage matrix cross-functional teams to drive delivery
• Strong financial acumen and commercial astuteness
• Must have depth of experience in consumer rights, legislation and processes for resolution

Functions of the Independent Complaint Assessor will include:

• Review and investigate client complaints and make recommendations to the CEO;
• Assess whether the three tenets of client service were adhered to i.e. process, professionalism, and sound decisions (during the application, basic assessment and due diligence stages)
• Make recommendations on both remedial and preventative action;
• Review and advise on improvements on risks identified, future state, opportunities and threats; and
• Provide evidence (detailed report) in cases where the internal processes and decisions are referred to external regulatory bodies.